| Summary: | 碩士 === 國立暨南國際大學 === 管理學院經營管理碩士學位學程碩士在職專班 === 107 === The current study aimed to examine the causes and results of emotional labor among the bank tellers in Taiwan. The work environment in Taiwan has shifted from the existing emphasis of customer first to re-realization of the staff as the essential asset of a company, thus leading to the care of the staff’s emotion and emotion regulation. The participants of the study were frontline bank tellers in Taichung City, specifically focusing on the effects of emotional labor and organizational commitment on job satisfaction.
With stratified purposeful sampling, 300 questionnaires were administered to bank tellers in Taichung City. A total of 187 questionnaires were collected, yielding a 62.33% return rate. The results from correlation examination, reliability test, and regression analysis were rather surprising. The results showed a negative relationship between emotional labor and job satisfaction, suggesting that emotional labor did not affect bank tellers’ enthusiasm for work. Social support and organizational support, however, were positively correlated with job satisfaction.
Based on the conclusion and discussion on management, suggestions for the bank industry and future research are provided.
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